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<\/a><\/figure><\/div>\n\n\n<\/span>What is Customer Service?<\/span><\/h2>\n\n\n\nCustomer service is an umbrella term that includes all activities your business performs during the phases of a customer lifecycle to meet expectations and enhance the overall experience. It is a long-term process that aims to help customers gain the maximum benefit from the service or solutions that you provide them.<\/p>\n\n\n\n
Once a potential customer is interested in your business, your customer service has a massive role in influencing them to be long-lasting business customers. The customer interacts with service agents to gain assistance or advice for buying different offerings or using them effectively. The agents must readily resolve all customer concerns and issues.<\/p>\n\n\n\n
You must have well-organized and trained customer service teams along with the most relevant tools for ensuring impressive service. The teams must meet all administrative and technical requirements. In addition, they must be given a well-planned procedure to follow.<\/p>\n\n\n\n
<\/span>Which Industries Rely Mostly on Customer Service?<\/span><\/h2>\n\n\n\nA reliable customer service system is a must for any business in today’s world. But for many industries, customer service is a core area for building business-customer relationships and can make or break a business. Some of the main sectors using a customer service solution<\/a> to ensure outstanding service are:<\/p>\n\n\n\n\n- Banking<\/strong><\/li>\n<\/ul>\n\n\n\n
Customers trust banks with their finances and sensitive information. The transparency and promptness of bank employees can promote financial literacy and help customers make crucial decisions in terms of financial assets. Delay in services and other reasons for dissatisfaction can cause customers to move their assets to another financial institution.<\/p>\n\n\n\n
\n- Event Planning<\/strong><\/li>\n<\/ul>\n\n\n\n
Customer service can provide a competitive advantage to event management businesses. From corporate conferences to weddings, events are critical to the hosts, and they are willing to spend their money to ensure success.<\/p>\n\n\n\n
Customer service in event planning involves understanding and anticipating customer needs, staying in touch, and meeting deadlines.<\/p>\n\n\n\n
\n- Food & Beverage<\/strong><\/li>\n<\/ul>\n\n\n\n
Not just preparing the best meals but serving them well is essential in the restaurant industry. From greeting your customers properly at the first meeting to being as flexible as possible to meet their customized needs, the staff is responsible for it all.<\/p>\n\n\n\n
A customer service tool can help in personalizing the experience. A delightful customer is more likely to come again and recommend your services to others.<\/p>\n\n\n\n
Suggested Read: How to Effectively Manage a Call Centre Customer Service Team<\/a><\/strong><\/p>\n\n\n\n\n- Retail<\/strong><\/li>\n<\/ul>\n\n\n\n
Whether it is a brick-and-mortar store or an e-commerce business, good customer service can quickly improve the retention rate of customers. Instances such as complex navigation due to a disorganized retail store or the unavailability of help can lead to negative reviews for your retail business. You can also lose potential customers to competitors.<\/p>\n\n\n\n
\n- Technology Based Industry<\/strong><\/li>\n<\/ul>\n\n\n\n
Technology evolution is happening at a rapid pace. After successfully implementing innovative technologies, tech companies also need to help their customers understand these innovations and create demand. In addition, customer service can help build the trust of your customers so that they readily spend their money on your solutions and services.<\/p>\n\n\n\n
\n\n\n\n<\/span>Major Activities Involved with Customer Service<\/span><\/h2>\n\n\n\n![\"customer](\"https:\/\/cdn.techjockey.com\/blog\/wp-content\/uploads\/2022\/01\/27225802\/customer-service-vs-customer-support-1024x536.jpg\")
<\/figure><\/div>\n\n\nTypes of customer service activities that you choose depend on your business needs and customer demands. The following activities are performed during the customer journey.<\/p>\n\n\n\n
\n- Onboarding new customers<\/strong><\/li>\n<\/ul>\n\n\n\n
This is the first stage in the customer lifecycle. You need to communicate clearly and closely understand the unique requirements of an individual, team, or business to recommend your best solutions. By providing pre-and post-sales assistance, you can build a strong relationship with the client.<\/p>\n\n\n\n
\n- Engaging on social media platforms<\/strong><\/li>\n<\/ul>\n\n\n\n
Customer service agents have an overall understanding of the business and can engage with customers on social media platforms to answer common queries. Businesses can grow their reach by engaging with customers on different communication channels. In case of complex questions, they can direct the customers to relevant experts.<\/p>\n\n\n\n
\n- Resolving non-technical issues<\/strong><\/li>\n<\/ul>\n\n\n\n
Customer service focuses on instantly resolving standard and non-technical problems. You must listen carefully to the issue and offer the most viable solution to the customer. By being empathetic and patient, you can help them choose the best fix for their needs.<\/p>\n\n\n\n
\n- Assisting with billing and shipping issues<\/strong><\/li>\n<\/ul>\n\n\n\n
When a customer orders a product or service, the customer service team is responsible for helping them with any issues during delivery, billing, etc. This assistance is vital in e-commerce businesses.<\/p>\n\n\n\n
\n- Gathering customer feedback<\/strong><\/li>\n<\/ul>\n\n\n\n
Customer feedback is necessary for any business to understand their level of satisfaction and improvements that the business can make in its services. Customer service teams interact with customers, and hence, they are the ones who collect this feedback for the calculation of customer satisfaction score (CSAT).<\/p>\n\n\n\n
\n- Recommending techniques or tools<\/strong><\/li>\n<\/ul>\n\n\n\n
Customer service is not just about reactive but also about proactive assistance. Customer service teams educate and recommend different ways and tools to maximize their investment. The tips from customer service agents can also help users avoid unforeseen issues.<\/p>\n\n\n\n
\n\n\n\n<\/span>What is Customer Support?<\/span><\/h2>\n\n\n\n![\"what](\"https:\/\/cdn.techjockey.com\/blog\/wp-content\/uploads\/2022\/01\/27225834\/what-is-difference-between-customer-service-and-customer-support-1024x536.jpg\")
<\/figure><\/div>\n\n\nCustomer support is a short-term, reactive process in which agents help customers solve issues that might arise when they use the services or products offered by the business.<\/p>\n\n\n\n
It is a subset of customer service where support teams solve a technical problem by implementing the solution themselves or guiding the customers to implement it. Response time matters and companies often use customer support software to streamline their workflow.<\/p>\n\n\n\n
Apart from closing conflicts and troubleshooting problems in response to customer demand, support teams also provide consultations to understand the offering.<\/p>\n\n\n\n
\n\n\n\n<\/span>Which Industries Rely Mostly on Customer Support?<\/span><\/h2>\n\n\n\nCustomer support is a core aspect of many businesses. Let\u2019s understand the importance of customer support across major industries.<\/p>\n\n\n\n
\n- Telecommunication<\/strong><\/li>\n<\/ul>\n\n\n\n
Mobile phones have become the go-to device for people to perform daily tasks and communicate with others. Remote work has further resulted in the increased dependence on telecommunication services.<\/p>\n\n\n\n
Hence, customers can contact the business over data usage, billing, and more. Telecom businesses need to have proper customer support services to ensure that customer questions are readily answered, and communication is not disrupted in any form.<\/p>\n\n\n\n
All customer records must be linked so that when a customer requests support, the agents can readily investigate the matter. Mobile phone carriers can offer customer support via in-app chats, IVR\/mobile, web chat, text, etc.<\/p>\n\n\n\n
\n- On-demand delivery services<\/strong><\/li>\n<\/ul>\n\n\n\n
Zomato and Swiggy food delivery are the perfect examples of on-demand delivery services. However, a lousy customer support solution can make the customers switch their vendor choice.<\/p>\n\n\n\n
Many issues like delays, wrong delivery, incomplete orders, and more can arise in such situations. You can use real-time IVR\/voice support to ensure customer convenience.<\/p>\n\n\n\n
The apps must have in-app chats<\/a>, FAQs, real-time status, and other details to meet customer expectations. Also, support tickets must be attached to customer account history to improve on-demand services.<\/p>\n\n\n\n\n- Financial services<\/strong><\/li>\n<\/ul>\n\n\n\n
Customers perform most financial transactions and other functions themselves via the self-service portal. Customers can also check their balance and transaction\/ investment history.<\/p>\n\n\n\n
However, a customer may not have complete knowledge of specific capabilities or may often want the bank’s expertise in resolving different matters like loans.<\/p>\n\n\n\n
Also, customers can be targeted in financial frauds in which situation they would want the bank’s assistance.<\/p>\n\n\n\n
Suggested Read: Free and Open Source Call Center Software for Small Business<\/a><\/strong><\/p>\n\n\n\n\n- E-commerce<\/strong><\/li>\n<\/ul>\n\n\n\n
E-commerce stores are slowly becoming the standard for purchase worldwide. These websites and apps have diverse options and pricing models like subscription, EMIs, buy now, pay later, etc.<\/p>\n\n\n\n
A customer support tool is required for online account-related queries, product issues, returns, payments, and delivery problems. By requesting images and videos, agents can better understand and resolve the issue.<\/p>\n\n\n\n
\n- Travel<\/strong><\/li>\n<\/ul>\n\n\n\n
Travel agencies do their best to plan the itinerary for the people. But unexpected issues like lost reservations and cancelled flights can still happen.<\/p>\n\n\n\n
Customers are often new to their travel location and need immediate resolution in such situations. Any terrible experience with a customer support system can damage your reputation as a brand.<\/p>\n\n\n\n
\n\n\n\n<\/span>Major Activities Involved with Customer Support<\/span><\/h2>\n\n\n\n![\"customer](\"https:\/\/cdn.techjockey.com\/blog\/wp-content\/uploads\/2022\/01\/27225811\/customer-support-vs-technical-support-1024x536.jpg\")
<\/figure><\/div>\n\n\nSome common customer support activities are:<\/p>\n\n\n\n
\n- Helping customers during product\/service lifecycle<\/strong><\/li>\n<\/ul>\n\n\n\n
Customer support agents can provide consultations related to technical issues during installation, maintenance, upgradation, or disposal of a solution owned by the customer. Speed, empathy, proficiency, and other factors can make a huge difference to users.<\/p>\n\n\n\n
\n- Live troubleshooting<\/strong><\/li>\n<\/ul>\n\n\n\n
Customers have different preferred modes of communication like emails and live chat. Hence, customer support teams these days involve using multiple channels to connect with customers and resolve their issues quickly.<\/p>\n\n\n\n
\n- Creating product documentation and other resources<\/strong><\/li>\n<\/ul>\n\n\n\n
Customer support teams have an in-depth knowledge of their company’s offerings. They often utilize their technical expertise in creating customer support portal\/ center guides. This guides can include FAQs, help manuals, troubleshooting guides, and so on.<\/p>\n\n\n\n
\n- Assisting in product development<\/strong><\/li>\n<\/ul>\n\n\n\n
Support teams know about different customer complaints regarding the solution offered by the business. Therefore, they often work with the product development team and provide their input to improve and optimize the products. This input can improve customer experience significantly.<\/p>\n\n\n\n
\n\n\n\n<\/span>Customer Service Vs Customer Support: What’s the Difference<\/span><\/h2>\n\n\n\nCustomer service and customer support focus on the customer, but with different approaches.<\/p>\n\n\n\n
A reliable customer service system is a must for any business in today’s world. But for many industries, customer service is a core area for building business-customer relationships and can make or break a business. Some of the main sectors using a customer service solution<\/a> to ensure outstanding service are:<\/p>\n\n\n\n Customers trust banks with their finances and sensitive information. The transparency and promptness of bank employees can promote financial literacy and help customers make crucial decisions in terms of financial assets. Delay in services and other reasons for dissatisfaction can cause customers to move their assets to another financial institution.<\/p>\n\n\n\n Customer service can provide a competitive advantage to event management businesses. From corporate conferences to weddings, events are critical to the hosts, and they are willing to spend their money to ensure success.<\/p>\n\n\n\n Customer service in event planning involves understanding and anticipating customer needs, staying in touch, and meeting deadlines.<\/p>\n\n\n\n Not just preparing the best meals but serving them well is essential in the restaurant industry. From greeting your customers properly at the first meeting to being as flexible as possible to meet their customized needs, the staff is responsible for it all.<\/p>\n\n\n\n A customer service tool can help in personalizing the experience. A delightful customer is more likely to come again and recommend your services to others.<\/p>\n\n\n\n Suggested Read: How to Effectively Manage a Call Centre Customer Service Team<\/a><\/strong><\/p>\n\n\n\n Whether it is a brick-and-mortar store or an e-commerce business, good customer service can quickly improve the retention rate of customers. Instances such as complex navigation due to a disorganized retail store or the unavailability of help can lead to negative reviews for your retail business. You can also lose potential customers to competitors.<\/p>\n\n\n\n Technology evolution is happening at a rapid pace. After successfully implementing innovative technologies, tech companies also need to help their customers understand these innovations and create demand. In addition, customer service can help build the trust of your customers so that they readily spend their money on your solutions and services.<\/p>\n\n\n\n Types of customer service activities that you choose depend on your business needs and customer demands. The following activities are performed during the customer journey.<\/p>\n\n\n\n This is the first stage in the customer lifecycle. You need to communicate clearly and closely understand the unique requirements of an individual, team, or business to recommend your best solutions. By providing pre-and post-sales assistance, you can build a strong relationship with the client.<\/p>\n\n\n\n Customer service agents have an overall understanding of the business and can engage with customers on social media platforms to answer common queries. Businesses can grow their reach by engaging with customers on different communication channels. In case of complex questions, they can direct the customers to relevant experts.<\/p>\n\n\n\n Customer service focuses on instantly resolving standard and non-technical problems. You must listen carefully to the issue and offer the most viable solution to the customer. By being empathetic and patient, you can help them choose the best fix for their needs.<\/p>\n\n\n\n When a customer orders a product or service, the customer service team is responsible for helping them with any issues during delivery, billing, etc. This assistance is vital in e-commerce businesses.<\/p>\n\n\n\n Customer feedback is necessary for any business to understand their level of satisfaction and improvements that the business can make in its services. Customer service teams interact with customers, and hence, they are the ones who collect this feedback for the calculation of customer satisfaction score (CSAT).<\/p>\n\n\n\n Customer service is not just about reactive but also about proactive assistance. Customer service teams educate and recommend different ways and tools to maximize their investment. The tips from customer service agents can also help users avoid unforeseen issues.<\/p>\n\n\n\n Customer support is a short-term, reactive process in which agents help customers solve issues that might arise when they use the services or products offered by the business.<\/p>\n\n\n\n It is a subset of customer service where support teams solve a technical problem by implementing the solution themselves or guiding the customers to implement it. Response time matters and companies often use customer support software to streamline their workflow.<\/p>\n\n\n\n Apart from closing conflicts and troubleshooting problems in response to customer demand, support teams also provide consultations to understand the offering.<\/p>\n\n\n\n Customer support is a core aspect of many businesses. Let\u2019s understand the importance of customer support across major industries.<\/p>\n\n\n\n Mobile phones have become the go-to device for people to perform daily tasks and communicate with others. Remote work has further resulted in the increased dependence on telecommunication services.<\/p>\n\n\n\n Hence, customers can contact the business over data usage, billing, and more. Telecom businesses need to have proper customer support services to ensure that customer questions are readily answered, and communication is not disrupted in any form.<\/p>\n\n\n\n All customer records must be linked so that when a customer requests support, the agents can readily investigate the matter. Mobile phone carriers can offer customer support via in-app chats, IVR\/mobile, web chat, text, etc.<\/p>\n\n\n\n Zomato and Swiggy food delivery are the perfect examples of on-demand delivery services. However, a lousy customer support solution can make the customers switch their vendor choice.<\/p>\n\n\n\n Many issues like delays, wrong delivery, incomplete orders, and more can arise in such situations. You can use real-time IVR\/voice support to ensure customer convenience.<\/p>\n\n\n\n The apps must have in-app chats<\/a>, FAQs, real-time status, and other details to meet customer expectations. Also, support tickets must be attached to customer account history to improve on-demand services.<\/p>\n\n\n\n Customers perform most financial transactions and other functions themselves via the self-service portal. Customers can also check their balance and transaction\/ investment history.<\/p>\n\n\n\n However, a customer may not have complete knowledge of specific capabilities or may often want the bank’s expertise in resolving different matters like loans.<\/p>\n\n\n\n Also, customers can be targeted in financial frauds in which situation they would want the bank’s assistance.<\/p>\n\n\n\n Suggested Read: Free and Open Source Call Center Software for Small Business<\/a><\/strong><\/p>\n\n\n\n E-commerce stores are slowly becoming the standard for purchase worldwide. These websites and apps have diverse options and pricing models like subscription, EMIs, buy now, pay later, etc.<\/p>\n\n\n\n A customer support tool is required for online account-related queries, product issues, returns, payments, and delivery problems. By requesting images and videos, agents can better understand and resolve the issue.<\/p>\n\n\n\n Travel agencies do their best to plan the itinerary for the people. But unexpected issues like lost reservations and cancelled flights can still happen.<\/p>\n\n\n\n Customers are often new to their travel location and need immediate resolution in such situations. Any terrible experience with a customer support system can damage your reputation as a brand.<\/p>\n\n\n\n Some common customer support activities are:<\/p>\n\n\n\n Customer support agents can provide consultations related to technical issues during installation, maintenance, upgradation, or disposal of a solution owned by the customer. Speed, empathy, proficiency, and other factors can make a huge difference to users.<\/p>\n\n\n\n Customers have different preferred modes of communication like emails and live chat. Hence, customer support teams these days involve using multiple channels to connect with customers and resolve their issues quickly.<\/p>\n\n\n\n Customer support teams have an in-depth knowledge of their company’s offerings. They often utilize their technical expertise in creating customer support portal\/ center guides. This guides can include FAQs, help manuals, troubleshooting guides, and so on.<\/p>\n\n\n\n Support teams know about different customer complaints regarding the solution offered by the business. Therefore, they often work with the product development team and provide their input to improve and optimize the products. This input can improve customer experience significantly.<\/p>\n\n\n\n Customer service and customer support focus on the customer, but with different approaches.<\/p>\n\n\n\n\n
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\n\n\n\n<\/span>Major Activities Involved with Customer Service<\/span><\/h2>\n\n\n
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\n\n\n\n<\/span>What is Customer Support?<\/span><\/h2>\n\n\n
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\n\n\n\n<\/span>Which Industries Rely Mostly on Customer Support?<\/span><\/h2>\n\n\n\n
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\n\n\n\n<\/span>Major Activities Involved with Customer Support<\/span><\/h2>\n\n\n
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\n\n\n\n<\/span>Customer Service Vs Customer Support: What’s the Difference<\/span><\/h2>\n\n\n\n